WFM Analyst
Core
Deploy workforce against volume forecasts to achieve maximum efficiency across phone, email, back office, and credit review teams.
Role type
WFM Analyst
Builds
Optimal schedules and staffing plans for 600+ agents across four contact center sites
Domain
Financial services / Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Workforce management, forecasting, Excel, WFM systems (Calabrio, Verint, Five9), KPI monitoring, shift bid management, process gap analysis
Preferred skills
None stated
Technologies
Calabrio, Verint, Five9, Excel
Responsibilities
Run staffing scenarios to recommend enhancements for optimal coverage; Prepare and assign optimal schedules; Attend weekly WFM meetings to identify risks; Monitor daily/weekly/monthly KPIs and trigger escalations; Provide reporting to department leadership on KPIs and risks; Support Mission Control team with exception processing and intraday management; Research and analyze process gaps to lead remediation projects
Seniority
Individual Contributor